We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 121115 results
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Decision Reference DRN-3926445
14 Feb 2023 Virgin Money Unit Trust Managers Ltd UpheldPensions and AnnuitiesDRN-3926445 The complaint Mr F has complained about delays he says were caused by Virgin Money Unit Trust Managers Ltd (‘VMUTM’) when it transferred his pension benefits. He has also complained that prior to the transfer, the funds he was invested in were changed. What happened I have prev... (9 pages)View decision -
Decision Reference DRN-3883465
14 Feb 2023 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3883465 The complaint Mrs S has complained Shop Direct Finance Company Limited trading as very (SDFC) held her liable for a catalogue account she says she didn’t take out. What happened SDFC says it approved an application to open a catalogue account in July 2021 and sent goods paid fo... (4 pages)View decision -
Decision Reference DRN-3935508
14 Feb 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3935508 The complaint Mr M complains that he couldn’t open a credit card account with Vanquis Bank Limited (Vanquis). What happened On 11 November 2022, Mr M applied for a credit card from Vanquis. He passed the initial credit checks. Vanquis sent an SMS to Mr M on 16 November 2022 ask... (2 pages)View decision -
Decision Reference DRN-3947171
14 Feb 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3947171 The complaint Mr R and Mrs R complain about Accredited Insurance (Europe) Ltd’s handling of their home insurance claim. What happened The background to this complaint is well known to both parties, so I’ll give only a brief summary here. Mr R and Mrs R and Accredited can be ass... (6 pages)View decision -
Decision Reference DRN-3699969
14 Feb 2023 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3699969 The complaint Ms B has complained that Phoenix Life Limited provided incorrect transfer value figures to her over a period of time – 2017 to 2021. She says that she made financial decisions based on the incorrect financial information that she’d been given, and now has no savin... (5 pages)View decision -
Decision Reference DRN-3203252
14 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3203252 The complaint Mr E complains to Gallium Fund Solutions Limited about two bonds issued by Basset & Gold Plc (B&G plc) which he invested into in 2017. He says the bonds were mis-sold to him, and that he was misled into thinking they were safe and regulated. What happened ... (24 pages)View decision -
Decision Reference DRN-3916515
14 Feb 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3916515 The complaint C, a limited company, is unhappy Great Lakes Insurance SE turned down a claim it made on its Combined Liability Insurance policy. What happened In October 2021 there was a break in at C’s premises. It made a claim on its policy for losses relating to that. Great L... (2 pages)View decision -
Decision Reference DRN-3721304
14 Feb 2023 Principality Building Society UpheldMortgagesDRN-3721304 The complaint Miss S is unhappy with how Principality Building Society communicated with her when she wanted to redeem her buy to let mortgage. What happened On 2 December 2020 Miss S used the secure online chat to ask Principality how much a 10% overpayment would be and if she... (7 pages)View decision -
Decision Reference DRN-3965722
14 Feb 2023 Fluent Mortgages Limited UpheldMortgagesDRN-3965722 The complaint Miss W and Mr T complain about the advice they received from Fluent Mortgages Limited when they re-mortgaged. They say it made errors which meant they had a funding shortfall. They had to find additional funds at short notice. Miss W and Mr T ask that Fluent compe... (3 pages)View decision -
Decision Reference DRN-3964445
14 Feb 2023 Barclays Bank UK PLC UpheldInvestmentsDRN-3964445 The complaint Ms P complains that Barclays Bank UK PLC delayed and then failed to correctly set up an Individual Savings Account (ISA) and to later transfer her ISA to another provider. Ms P also complains that Barclays Bank UK PLC failed to close her accounts despite several r... (3 pages)View decision
